AutoFix AdvisorCast

Michael Doherty [00:00:01]:
This is the autofix Advisor Cast powered by worldpack. Hey and welcome to another episode of Auto Fix Advisor Cast with your host Michael Dougherty.

Michael Doherty [00:00:16]:
Sponsored by WorldPAC and the WorldPak Training Institute. This podcast is your go to source for service advising and automotive industry insights.

Michael Doherty [00:00:25]:
Be sure to check out www.worldpac.com for.

Michael Doherty [00:00:28]:
The latest in auto parts distribution and www.wtitraining.com to explore training programs that can take your career to the next level. Stay connected with the WorldPAC Training Institute on their Facebook page and join the community at the STX Training and Expo by following this group don't forget to mark your calendars for the 2026 STI forget to mark your calendars for the STX 2026 this coming August at the Gaylord International in Washington, DC.

Michael Doherty [00:01:04]:
It will be a can't miss event.

Michael Doherty [00:01:07]:
So Service Advisor Nation, welcome to another.

Michael Doherty [00:01:09]:
Episode and hope you all had a great week in helping clients out today. I would love to talk about appointment scheduling appointment scheduling and communication with your team, primarily the technicians about new incoming appointments and a lot of this is based on technician availability. How many bays you have in your shop? The shop that I work at and work with has two bays per technician and we also have what we call a dead bay, which is basically a concrete pad in between two bay or two lifts and we also have a four post alignment rack. So we've got a good amount of space and ample lifts to accommodate appointments.

Michael Doherty [00:01:54]:
However, we do get in a situation.

Michael Doherty [00:01:56]:
Once in a while where we have diagnosed a vehicle and it needs a heavier repair and if the client authorizes that heavy repair, parts availability may not be next day. And I have seen some instances where.

Michael Doherty [00:02:08]:
Larger drivetrain components, a transmission, a differential, et cetera engine can be up to a week out if the dealer doesn't have it. If you're getting it from the dealer.

Michael Doherty [00:02:18]:
And in the cases that we've had we've gotten the redifferentials transfer cases and transmissions from the dealer as the online abundance honestly of used parts kind of looked like garbage and high, high higher mileage. So again talking about appointment scheduling and communication with the technicians about those new incoming appointments. So hopefully if you have made the appointment or as I like to call.

Michael Doherty [00:02:47]:
It, service reservation with your client, whether.

Michael Doherty [00:02:50]:
It'S a new client, existing client, et cetera.

Michael Doherty [00:02:53]:
And I like the term service reservation.

Michael Doherty [00:02:56]:
It just sounds more premium than making an appointment service reservation I believe just has a nice has a nice tone to it for the client. But typically when I'm thinking about appointment Scheduling. And by the way, I'm also doing dispatching in the shop for the technicians.

Michael Doherty [00:03:14]:
As a service advisor.

Michael Doherty [00:03:15]:
So if you've got somebody in the shop that is already doing dispatching and it's not you service advisor, it would likely be your shop foreman. Communication with that individual is also going.

Michael Doherty [00:03:26]:
To be essential for this part of.

Michael Doherty [00:03:28]:
What I'm talking about.

Michael Doherty [00:03:29]:
If the service advisor is doing dispatching.

Michael Doherty [00:03:31]:
Then makes it a little bit easier and you know, one less piece of communication to involve in that. But also some shops, they have the front desk person, teammate making appointments and then the service advisor is taking those appointments and building estimates, et cetera. So again, if you've got a dedicated.

Michael Doherty [00:03:53]:
Person in the shop that is answering.

Michael Doherty [00:03:55]:
The phones and making appointments or service reservations, communicate with that person as well. But for appointment scheduling or service reservation scheduling, I think it's really important to.

Michael Doherty [00:04:06]:
Just know what's going on in the.

Michael Doherty [00:04:08]:
Shop at all times. And I know that sounds like a very common sense thing, but can easily get distracting and you can forget about.

Michael Doherty [00:04:17]:
It based on the amount of things.

Michael Doherty [00:04:18]:
You have going on that day and in front of you. And most service advisors aren't thinking ahead to the next day or the third day or the fourth day on the schedule. They're focused on that day when they're there, taking care of those clients that stay that day.

Michael Doherty [00:04:38]:
And that's great.

Michael Doherty [00:04:38]:
There's nothing wrong with that. But if you're definitely going to be doing scheduling as well, you want to think ahead. And that's why I mentioned earlier in the conversation about if you've got some larger jobs that are maybe tying up.

Michael Doherty [00:04:51]:
Some lifts or base.

Michael Doherty [00:04:52]:
Base that can definitely impact how you're going to schedule. And normally in our shop we have a team meeting in the morning and in that team meeting we're communicating, or I'm communicating with the team about the cars that are in the shop from the previous day or days, parts availability for those vehicles, how things are looking.

Michael Doherty [00:05:16]:
As far as new incoming appointments or service reservations for that day. And if we're going to have a waiter appointment or waiter appointments in the.

Michael Doherty [00:05:24]:
Mix, normally we don't like to do waders. And again, I've mentioned in previous episodes, I feel like that's a rush situation.

Michael Doherty [00:05:33]:
For the client and the shop. And at times mistakes can be made.

Michael Doherty [00:05:38]:
But also be prevented. I would classify a waiter appointment, honestly, as maybe doing a tire repair for somebody, a tire plug, a tire patch, and past that, maybe oil service, but.

Michael Doherty [00:05:51]:
Really nothing more than that for a waiter appointment.

Michael Doherty [00:05:54]:
And why do I Say that because you're not able to really get across.

Michael Doherty [00:06:01]:
The value of the service you're offering.

Michael Doherty [00:06:04]:
To the client, especially if you're doing.

Michael Doherty [00:06:06]:
DVIs or courtesy checks.

Michael Doherty [00:06:08]:
That information that you're getting from the technician and then it's applying to the client, they're likely not going to stick.

Michael Doherty [00:06:14]:
Around to have some of those things done if there is a recommendation because.

Michael Doherty [00:06:17]:
They have to be on their way. So again, waiter appointments really, I feel like, are more of like an emergency situation or if somebody is really just coming in for an oil service.

Michael Doherty [00:06:28]:
And if they are an existing client.

Michael Doherty [00:06:30]:
A great way to determine that when.

Michael Doherty [00:06:32]:
You'Re making the service reservation or appointment.

Michael Doherty [00:06:34]:
For them is to go back through the history of their vehicle with you and look to see if they've had any declined work filters fluid services from a previous appointment.

Michael Doherty [00:06:45]:
And if not, if they're really just.

Michael Doherty [00:06:47]:
In for an oil service and nothing else, then, you know, take it in.

Michael Doherty [00:06:50]:
And do what you can with them.

Michael Doherty [00:06:52]:
But that's just my, that's just how it's gone over the years for me and my personal recommendation. But we actually had a lady in last week as a waiter with a 2023 Volkswagen ID4. First time I've seen one of those vehicles.

Michael Doherty [00:07:06]:
When I made the service reservation with.

Michael Doherty [00:07:07]:
Her on the phone a week prior.

Michael Doherty [00:07:09]:
She had mentioned that her driver's rear.

Michael Doherty [00:07:11]:
Tire has been leaking air, not fast, but slowly.

Michael Doherty [00:07:15]:
And I asked her how long and she said June, June of 2024 is now November of 2024.

Michael Doherty [00:07:22]:
So it's been a hot minute since that's been going on for her.

Michael Doherty [00:07:25]:
And she also advised me at TAM.

Michael Doherty [00:07:27]:
Of making the service reservation that there's been two other shops that have looked.

Michael Doherty [00:07:31]:
At the vehicle for her and are unable to find or determine the source of the air leak that she is.

Michael Doherty [00:07:37]:
Experiencing for that driver's retire. So we got the vehicle in, wrote it up or I'm sorry, got it checked in into the walk around. I got the information sent back to the technician and he came to grab me once he got the car up on the lift and there is a bolt that has penetrated the tire contact.

Michael Doherty [00:07:56]:
Patch a silver bolt on a black tire.

Michael Doherty [00:08:00]:
And I don't know how two other shops did not see that. But in any event we were able to accommodate, it was safe to plug. We did that for her and got her on her way and she was super, super happy and thankful, so glad for the opportunity there to gain a new client. And she asked me why the other two shops weren't able to detect that and I also told her I don't know. And it's just God truth, God's honest truth, don't know. It was very obvious. But maybe they just didn't really want to help her. I don't know.

Michael Doherty [00:08:29]:
In any event. So for appointment scheduling, I always try and think of the next day or the second day or the third day ahead from the day that I'm currently on. And reason for that is I'm looking for opportunities. I'm looking for holes in the schedule room, in the schedule that I can squeeze things in for to maximize shop efficiency. And I know if a client's coming.

Michael Doherty [00:08:53]:
Or a technician's coming off a larger.

Michael Doherty [00:08:55]:
Job and he doesn't have another vehicle in his queue, he's probably not going to be too happy. So if that morning, the next business day, I can get him one or two vehicles in for him when he.

Michael Doherty [00:09:08]:
Gets in first thing in the morning.

Michael Doherty [00:09:09]:
If he has an extra lift to do a service or maintenance on or a vehicle check over and send me.

Michael Doherty [00:09:15]:
That DVI information back with pictures and.

Michael Doherty [00:09:17]:
A great write up.

Michael Doherty [00:09:18]:
You know he'll have more work after.

Michael Doherty [00:09:20]:
He'S done with that bigger job. But I always like to encourage clients if they're not going to be needing a loaner vehicle, if your shop offers that, or a rental vehicle or an Uber ride for their service reservation or.

Michael Doherty [00:09:32]:
Appointment that you've made with them.

Michael Doherty [00:09:33]:
If they can do a night drop.

Michael Doherty [00:09:35]:
Of the vehicle, that works out great.

Michael Doherty [00:09:38]:
Especially for the shop that's working on the vehicle. If it's dropped off the night before.

Michael Doherty [00:09:42]:
The vehicle's already cooled down.

Michael Doherty [00:09:45]:
And that's also important, depending on the area that you're working on the vehicle. Nobody likes putting their hands in a hot, hot engine bay. And it also maximizes, I think, time efficiency versus the client dropping off the.

Michael Doherty [00:09:57]:
Vehicle at 8 or 9 in the.

Michael Doherty [00:09:58]:
Morning, then the vehicle has to cool.

Michael Doherty [00:10:00]:
Down for potentially an hour or two.

Michael Doherty [00:10:02]:
So again, if you can encourage clients.

Michael Doherty [00:10:04]:
To do night drops, if they're able.

Michael Doherty [00:10:06]:
To do that, that works out great for the shop and also gives you.

Michael Doherty [00:10:10]:
A quicker time to get the client's vehicle in, get a service, get it.

Michael Doherty [00:10:13]:
Checked over and go from there. But balancing workload with technician availability this coming week, I'll have a technician out Thursday and Friday and he was caught up on work end of day Friday last week. So he's definitely some new incoming appointments tomorrow, Tuesday, and then we'll see where he's at on Tuesday.

Michael Doherty [00:10:37]:
If I need to taper off a.

Michael Doherty [00:10:38]:
Little bit or if I feel he.

Michael Doherty [00:10:40]:
Can take a couple more appointments in.

Michael Doherty [00:10:41]:
For Wednesday and then, you know, not.

Michael Doherty [00:10:44]:
Send him any more work.

Michael Doherty [00:10:45]:
Not that I don't want to, but he won't be here Thursday and Friday, so I have to think of that and also think of the other two technicians. Now they're going to have access to.

Michael Doherty [00:10:55]:
Two more additional lifts that they wouldn't.

Michael Doherty [00:10:56]:
Have during the week and that's going to make them happy. So I can technically bring more work in, but I also have to be mindful of not overworking the technicians as well. So it's a very fine balance. It's always thinking ahead of what are they currently working on, what are their.

Michael Doherty [00:11:13]:
Capabilities for the week.

Michael Doherty [00:11:14]:
And I think a lot of that too goes with just knowing the technicians.

Michael Doherty [00:11:18]:
Their working habits, their working style, hours through the week, through the months, over.

Michael Doherty [00:11:23]:
The years you've known them and their efficiency and trying to squeeze in as.

Michael Doherty [00:11:27]:
Much efficiency as possible, but also get.

Michael Doherty [00:11:29]:
The job done right the first time around. No one wants to come back. Not the shop, not a client, and definitely not a technician. But again, just really trying to be efficient in how we schedule, how we talk about things, with communication with the technicians and letting them know, hey, you know, Mr. And Mrs. That technician.

Michael Doherty [00:11:49]:
The next day we're going to have.

Michael Doherty [00:11:50]:
A waiter at 2 o'clock and you know it's going to be for this particular service or maintenance. And I would like you to take this because you're going to have an opening. It'll let them know in advance that they would have a waiter appointment versus popping it on them as soon as the client gets there. No one likes surprises and you know, that kind of gets under their skin.

Michael Doherty [00:12:10]:
I found it over the years, the technician side.

Michael Doherty [00:12:12]:
So again, just be proactive. If you know you're going to have a waiter appointment that morning for the next business day or whatever, just communicate.

Michael Doherty [00:12:20]:
With your team, with your technician, with.

Michael Doherty [00:12:22]:
Your dispatcher, or if you're the dispatcher, service advisor of the dispatcher, Just again, communication, communication. So all good stuff. But in North Carolina, where I live.

Michael Doherty [00:12:33]:
I live in Raleigh, the weather has been phenomenal.

Michael Doherty [00:12:36]:
It has been 68, 71 degrees, sunny.

Michael Doherty [00:12:40]:
The project cars are out. Seeing a lot of groups of muscle.

Michael Doherty [00:12:44]:
Cars driving around this weekend. Really cool.

Michael Doherty [00:12:47]:
Older Fox body Mustangs, older camaros, you.

Michael Doherty [00:12:50]:
Know, 68, 69 camaros, older Chevy trucks. It's car show time, you know, getting to a couple car shows hopefully and checking some stuff out there, just seeing who's got what and what new projects are out there prowling the Streets, you know, who's got some twin turbo kits, etc.

Michael Doherty [00:13:07]:
All cool stuff.

Michael Doherty [00:13:07]:
But so again, with waiter appointments, depending on what you've got coming in is really, I feel, going to dictate if it's really a waiter appointment or not. And I wouldn't say we discourage waiter appointments, but at the same time I.

Michael Doherty [00:13:26]:
Don'T think it's beneficial for the shop and the client to do a waiter.

Michael Doherty [00:13:30]:
Appointment because again, it just always feels.

Michael Doherty [00:13:32]:
Like a rush situation.

Michael Doherty [00:13:33]:
And there's several things, again, I classify as waiters, which may be a safety situation with a tire or really just a quick oil service and nothing else past that. And I have had clients come in for their waiter appointment and then say, hey, by the way, I've also got a check engine light or can you check out my coolant level? And you know, we've set a time block to do the oil service as a waiter and really not much more of a time block at that point. Hopefully I can transition them into a.

Michael Doherty [00:14:01]:
Loaner car or get them a ride.

Michael Doherty [00:14:03]:
But letting them know, again, communicating that.

Michael Doherty [00:14:06]:
That really isn't a waiter type scenario.

Michael Doherty [00:14:08]:
That the car really needs to be left with us and here's why. Again, you know, let them know why. Just, just tell them no, let them know why. So again, communication with the shop, your co workers, team members and all that good stuff. So. But I appreciate your time. This is Michael Dougherty from Autofix Advisor Cast. Thank you again to our sponsor, Woolpack.

Michael Doherty [00:14:31]:
We appreciate you and I hope you guys have a great upcoming week with your team and hope you meet some team goals and have a great week and we'll be back in touch next week.

Michael Doherty [00:14:43]:
All right, go Service Advisor Nation.

Michael Doherty [00:14:45]:
Have a great day.

Michael Doherty [00:14:49]:
Hey, thanks for listening to the Autofix Advisor Cast. If you're ready to take your shop to the next level, check out our sponsor, WorldPAC and the WorldPAC Training Institute, WTI. Big thanks to them for their sponsorship. Follow the podcast on social media for more insights and subscribe so you never miss an episode. Oh, and tell your friends we want to help the industry grow and help.

Michael Doherty [00:15:10]:
Advisors love their jobs again.

Michael Doherty [00:15:12]:
See you on the next Autofix Advisor Cast.